Flexible Returns at Liz and Roo
Your complete satisfaction is important to us at Liz and Roo. We stand behind our products. Most items can be returned for a refund or exchange, provided that a Return Authorization Request is made within 30 business days from the receipt of your order. Send us an email with the reason for your return, and we will issue authorization. Returned merchandise must not be used, soiled, or washed and must be in new, resalable condition in its original packaging to qualify for a refund or credit. All returned items will be inspected before your credit is issued. We pay for shipping to you, but do not pay for return shipping.
What is your return policy?The following items are non-returnable unless flawed:
- Any item that has been monogrammed
- Fabric by the yard
- Any custom bedding
- Sale items are not returnable
Where do I ship returns?
Liz and Roo 9412 Norton Commons Blvd., #101 Prospect, KY 40059
How long until I receive my refund?
Refunds will be applied back to the credit card used for purchase upon receipt. The timing of your refund from your credit card company is up to the credit card company and varies from VISA to Master Card to AMEX.
My item tracking shows "delivered" but I did not receive it.
Unfortunately, we have seen a rise in thefts of packages, consistent with what other retailers are reporting. Once delivered, we are not responsible if your box is stolen from your home address. We always recommend sending to your office, if possible, where the likelihood of stolen packages is rare. If you want Signature Delivery, we will be happy to do so for the UPS Signature Delivery Fee of $2.00. You must contact us if you want this delivery.
My item went on sale. Can I get a refund for the difference?
We will honor a sale price for a purchase within 7 days of your purchase date. After that time, we cannot credit the difference between the purchase price and the sale price. Simply call us at 502-410-4023 and we will credit your payment for a purchase made within 7 days of a price change.
My order was damaged during shipping. What do I do?
Retain all your packaging materials and contact us at firstname.lastname@example.org or call us at 502-410-4023.
Can I change or cancel my order?
As long as you call us by 10:00 AM the day in which you place the order, we can change or cancel your order. This is because many items can be processed and shipped the same day. We’re available 8 am to 6:00 pm EST, Monday through Friday. On weekends or after hours, simply email us at [protected_email email="email@example.com"]firstname.lastname@example.org[/protected_email] with your request or cancellation and we’ll respond promptly via email.
UPPAbaby Returns - Important Information
Because safety is a top priority for us and all new parents, Liz and Roo only accepts returns of UPPAbaby items that have never been used. Items must be returned in the same condition in which you received them, including the original packaging.
All products sold by Liz and Roo are covered under a manufacturer's warranty. If the product is defective or becomes damaged during the warranty period, the manufacturer will send a repair or replacement part at no cost.Any UPPAbaby stroller may be returned for a re-stocking fee that covers the cost of shipping the stroller to you and any return charges. This fee is $50. This ONLY applies to UPPAbaby Strollers.
Can I order by telephone?
We are available to take your order and answer questions Monday through Friday from 8 a.m. to 6:00 p.m. EST. If you are having trouble ordering online, call us during business hours and we will enter your order for you.
Which forms of payment do you accept for online purchases?
We accept the following credit cards: Visa, MasterCard, American Express, and Discover, as well as PayPal. We also offer Amazon Pay.
Will I receive an order confirmation via email?
You must provide an email address for us to confirm your order. If you give us your email, you’ll get a confirmation from us immediately after purchasing.
Do you have a catalog?
We do not produce a catalog for two reasons: our fabric selection changes frequently, and we are always in search of Made in America products to add to our line. Therefore, a catalog would quickly be out of date. Equally important is our pledge to be an environmentally conscious company; therefore, we keep paper use at a minimum.
Why was I charged sales tax for my online order?We are required by law to charge sales tax on products shipped to those locations where sales taxes are applicable.
Request Fabric Swatches
Want to see what a pattern or color of fabric looks like in your home or nursery? Submit your request to us here and we will ship your free swatches in 24 to 48 hours.